News Summary
Baltimore is currently grappling with a significant backlog in its water bill appeal process, with hundreds of applications unresolved due to staffing shortages. This issue was raised in a recent committee meeting, where the performance of the Office of Water Advocacy and Customer Appeals was called into question. While the office has received numerous complaints, staffing levels remain critically low, impeding timely resolution efforts. Local officials stress the urgent need to hire additional staff and improve public communication regarding water bill disputes.
Baltimore is facing a significant backlog in its water bill appeal process, with hundreds of applications currently unresolved due to ongoing staffing shortages in the Office of Water Advocacy and Customer Appeals. The situation was highlighted during an ad hoc committee meeting, drawing attention to the dire state of the office which was established by the Baltimore City Council in 2019 to manage water affordability programs and address disputes over water bills.
Since September 2023, the Office of Water Advocacy and Customer Appeals, under the leadership of R. Anthony Mills, has processed a total of 371 water bill disputes. Of these, only 51 have been resolved, while 72 remain active and an alarming 248 cases are still pending resolution. This backlog raises concerns about the office’s ability to provide timely resolutions to water billing disputes, which are categorized into three tiers based on their expected resolution times. Tier one disputes typically take less than three weeks to resolve, tier two disputes require approximately three to four months, and the most complex cases can extend to eight or nine months.
Currently, the office operates with a limited staff of just four members, including Mills. The team handles about 15 new complaints each week, a number that continues to grow amid the backlog crisis. During the committee meeting, concerns were raised about whether the existing staff can effectively manage the 72 ongoing cases, suggesting each team member is burdened with approximately 18 cases. Inspector General Isabel Mercedes Cumming expressed skepticism about the staff’s ability to clear the backlog under the present conditions.
Mills emphasized the necessity for expanding the office’s capacity by hiring an additional four to six staff members to manage the rising workload efficiently. However, the office’s budget, which is part of Mayor Brandon Scott’s $4.6 billion spending plan, does not currently allocate funds for any additional personnel. Mills acknowledged that there is no marketing budget for informing the public about the appeal process, but he intends to request funding for this purpose in the upcoming budget year.
Councilman Jermaine Jones cautioned against promoting the appeal process without adequate staffing, warning that this could worsen the existing backlog. The water billing issues in Baltimore have been exacerbated by a history of systemic problems within the water billing system, which prompted the establishment of the Office of Water Advocacy and Customer Appeals to address the public’s grievances over water charges effectively.
The ongoing backlog is part of a broader trend of delayed processes affecting the city, including a substantial backlog in the permitting process due to issues with an online permitting platform. Residents are encouraged to report their concerns regarding the backlog and water disputes through the city’s 311 system, as officials seek to find solutions to these pressing challenges facing Baltimore’s water bill appeal process.
As the city grapples with these operational challenges, the urgent need for increased staff and improved communication about the appeal process remains a significant priority for local government and residents alike. The situation continues to evolve, and stakeholders are closely monitoring the progress of these initiatives to enhance water billing service and accessibility for all Baltimore residents.
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Additional Resources
- The Baltimore Banner: Water Bill Backlog
- Wikipedia: Appeal
- The Baltimore Sun: Gov. Moore Appeals Federal Aid Denial
- Google Search: Water Bills Baltimore
- Baltimore Brew: Water Blasting from Copycat Building
- Encyclopedia Britannica: Water Supply
- Baltimore Fishbowl: Go-Kart Track Appeals Case
- Google News: Water Bureaucracy Baltimore
Author: STAFF HERE BALTIMORE WRITER
BALTIMORE STAFF WRITER The BALTIMORE STAFF WRITER represents the experienced team at HEREBaltimore.com, your go-to source for actionable local news and information in Baltimore, Baltimore County, and beyond. Specializing in "news you can use," we cover essential topics like product reviews for personal and business needs, local business directories, politics, real estate trends, neighborhood insights, and state news affecting the area—with deep expertise drawn from years of dedicated reporting and strong community input, including local press releases and business updates. We deliver top reporting on high-value events such as the Baltimore Book Festival, Preakness Stakes, and Artscape. Our coverage extends to key organizations like the Baltimore Chamber of Commerce and Visit Baltimore, plus leading businesses in shipping and healthcare that power the local economy such as the Port of Baltimore and Johns Hopkins Medicine. As part of the broader HERE network, we provide comprehensive, credible insights into Maryland's dynamic landscape.
